Summary
Overview
Work History
Education
Skills
Work Availability
Accomplishments
Work Preference
Timeline
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Kevin M. Locke

Kevin M. Locke

Customer Service Specialist
Chicago,Illinois

Summary

Experienced Customer Service Specialist with 23 years of inbound and outbound call center experience in hospitality, IT, and sales. Recognized globally for providing exceptional customer experiences. Skilled in communication, research, data entry, and word processing. Proven track record representing major companies in telecommunications, IT, and hospitality sectors.

Overview

23
23
years of professional experience

Work History

Administration/Customer Service

MasterLocke Services (Home Based Business)
02.2009 - Current
  • Created resumes for individuals needing new resumes
  • Providing notary services for individuals
  • Providing mobile secretarial services for individuals and businesses
  • Created over 500 resumes for customers needing new resumes
  • Increased customer satisfaction through continuous improvement initiatives and excellent customer service.
  • Developed and maintained courteous and effective working relationships.
  • Excellent communication skills, both verbal and written.
  • Worked effectively in fast-paced environments.

Logistics Representative

IBM
03.2007 - 02.2009
  • Supervised and trained staff of 2
  • Responsible for, receiving, distributing and shipping IBM equipment domestically and internally to over 10,000 Bank of America and IBM employees and hundreds of Bank Of America sites around the City of Chicago and around the country
  • Provided secondary technical support via phone (for IBM staff)
  • Responsible for collection of laptops, IBM servers and mobile devices from IBM and Bank of America staff
  • Prepared and distributed equipment inventory reports to IBM, Bank of America and Royal Bank of Scotland Senior Management
  • Improved supply chain efficiency by streamlining processes and implementing cost-saving measures.
  • Resolved customer issues promptly, improving overall client satisfaction scores as a result.
  • Enhanced customer satisfaction with timely deliveries and effective communication regarding shipment updates.
  • Managed warehouse operations, ensuring accurate inventory levels and efficient space utilization.

Customer Service Representative

Price, WaterHouse, Coopers
01.2005 - 03.2007
  • Distributed mail and overnight packages to 25 departments on-site
  • Shipped overnight mail and packages on behalf of Price WaterHouseCoopers staff
  • Replaced toner cartridges in photocopies and laser printers in various departments
  • Maintained operation of (Pitney Bowes DM4000 Postage Machine)
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Responded to customer requests for products, services, and company information.
  • Trained new Customer Service Representatives on company policies, procedures, and best practices.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.

Customer Service Representative

Comcast
02.2002 - 01.2005
  • Answered phones in regards to questions about billing and sales for cable, internet and home telephone services for customers residing in the Midwest Region
  • Provided technical support for AT&T phone equipment
  • Scheduled and coordinated installation of over 100 AT&T phone lines and new cable installations a day for new and existing customers
  • Selected as one of the only 10 reps to respond to customer survey that assisted management with determining future role of home telephone service
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Collaborated with team members to develop best practices for consistent customer service delivery.

Education

Bachelor Of Arts -

Columbia College Chicago
Chicago, Illinois

Associate In Science -

Harry S. Truman Junior College
Chicago, Illinois

Skills

  • Clarity
  • Lotus Notes
  • Outlook
  • Customer service
  • Problem-solving
  • Attention to detail
  • Friendly, positive attitude
  • Teamwork and collaboration
  • Multitasking
  • Computer skills

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Accomplishments

  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Achieved customer satisfaction by eliminating customer complaints with accuracy and efficiency.
  • Supervised team of 2 staff members.

Work Preference

Work Type

Part TimeContract Work

Work Location

On-SiteRemoteHybrid

Important To Me

Work-life balanceWork from home optionHealthcare benefitsFlexible work hours

Timeline

Administration/Customer Service

MasterLocke Services (Home Based Business)
02.2009 - Current

Logistics Representative

IBM
03.2007 - 02.2009

Customer Service Representative

Price, WaterHouse, Coopers
01.2005 - 03.2007

Customer Service Representative

Comcast
02.2002 - 01.2005

Bachelor Of Arts -

Columbia College Chicago

Associate In Science -

Harry S. Truman Junior College

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